The Victorian Government rapidly developed many initiatives in response to the pandemic. This Guide draws on experiences across four very different programs, with a focus on how the agencies handled complaints.
This guide makes suggestions for complaint handlers when they are dealing with behaviour that they may find complex and challenging. It includes tips for dealing with common situations, and examples based on actual cases.
This updated guide provides advice on implementing new legislative requirements relating to complaints, using good practice complaint handling and building a positive culture around complaints. It includes practical tools including templates, real examples and a self-assessment tool for councils.